This thread is to warn players so they won't be as disappointed as I was when I discovered the free spins on Happy Halloween only have 20 (!) active paylines (instead of 50).
From 50 free spins on Happy Halloween with 20 paylines active I won €2.48.
I almost feel like crying when I think about how much it would have been with all paylines active.
This week (Oct. 26 - Nov. 1) Betsafe is running a Halloween promotion. You need to opt-in, wager 10, 25 or 50 on the game of the day and you will receive 20, 50 or 100 free spins on Happy Halloween the next day at 18:00 CET.
Yesterday I logged in, saw the promotion, read the t&c and thought it was a very nice and generous offer (20, 50 or 100 FS with a value of 0.50 per spin, who wouldn't like that?). I opted-in and started playing the game of the day. When my balance was 0 I found a message in the casino lobby telling me I had earned 50 free spins on Happy Halloween. So even though my balance was 0, I still was very happy because 50 free spins would be available the next day.
Today I logged in to play my 50 free spins when I noticed there were only 20 (!) active paylines, not even half of the max. available paylines. I checked the t&c again to see if I overlooked the rule saying not all paylines would be active but couldn't find any mention of it. So I went to live chat to tell them a mistake was made because 50 paylines should be active. I was told it's standard at Betsafe to give FS with limited active paylines?!
I think it's very strange, to say the least, (maybe even misleading) to offer free spins that don't even have half of the available paylines active without mentioning this in the promo t&c. I mean, 50 FS with 50 active paylines have a value of 25, 50 FS with 20 active paylines have a value of 10, a BIG difference IMO. Not at all something I'd expekt from a reputable casino as Betsafe.
I've copy+pasted the chat so you can read for yourselves.
Chloe : Hi, my name is Chloe. How may I help you?
Chloe: Hi Kim, how can I help you ?
Kimmmmie: Hi, I received the Halloween Free Spins on Happy Halloween. I think a mistake has been made since there are only 20 lines active and I can't find any mention of this being the case in the bonus T&C
Chloe: I'll check that for you, in the meantime, would you kindly confirm your date of birth and address please ?
Kimmmmie: 11 May,
Chloe: Thank you,
Chloe: How many lines do you believe are supposed to be active Kim ?
Kimmmmie: All lines, as far as I can see in the bonus T&C for this bonus there no mention at all not all paylines will be active
Kimmmmie: I thought the game has 50 lines?
Chloe: I'll check this for you, if you can bear with me just a moment please
Kimmmmie: sure, thanks
Chloe: I'm awaiting a reply from our relevant department at the moment,
Chloe: Thank you for holding Kim,
Kimmmmie: sure, no problem
Chloe: This is standard actually and I'm afraid we cannot add any lines when it comes to Free Spins
Kimmmmie: Why isn't that in the bonus t&c then, if I may ask
Kimmmmie: This is not something I'd expekt to happen at Betsafe, usually this sort of thing should also be in the t&c
Chloe: I'm not sure why this isn't mentioned in the Terms & Conditions, however I can confirm that this is standard
Kimmmmie: what is standard?
Chloe: Well for Free Spins, we usually offer spins on a limited amount of lines
Kimmmmie: I have never had free spins here on less than the total amount of paylines active
Chloe: I'll communicate your query however to our relevant department in regards to this not being mentioned in our Terms and Conditions
Kimmmmie: Well I have to say, this is quite the disappointment.....Free spins on Happy Halloween sounded like a GREAT promotion but when not even half of all paylines are active it becomes a very different promotion
Kimmmmie: IMO this is kinda misleading to players
Chloe: I'm really sorry to hear you are disappointed with the offer
Kimmmmie: I assumed, going on the t&c of the promotion, I'd receive 20, 50 or 100 free spins on Happy Halloween with 50 paylines. Which would mean in my case I'd receive 50 x 0.50= 25. The actual value of the free spins I have now received is much less than that, 50 x 0.20=10
Chloe: However, I'm afraid this is what we are offering and we cannot change the amount of lines available
Kimmmmie: You say this is wat Betsafe offers but it doesn't say that in the t&c so it's a very misleading promo
Kimmmmie: I don't think this is fair
Chloe: I understand, but it actually doesn't mention anything about lines at all Kim, I understand that it can be frustrating that there are only 20 lines available on the slot. What I will do is that I will let our relevant team know about this and check if we can add any mention of this in our terms and conditions
Kimmmmie: There was no way for me to know the free spins would be with less paylines active than the game offers which makes it a totally different offer which I might not even have taken had I known before
Kimmmmie: I think mentioning the paylines is the least that should be done for future promotions
Chloe: I'll make sure this information goes to our relevant department. In the meantime, in the future, if you have any doubts or questions regarding our offers and promotions, please do contact us
Kimmmmie: Like I said, I have never ever before received free spins with not all paylines active at Betsafe. So I didn't think there were any doubts which also means there wasn't any reason to contact support. Only at lesser casinos (the sort of dodgy casinos) out there I've had that happen but even then it's mentioned in the bonus t&c.
Kimmmmie: Anyway, thanks for the info
Chloe: again, I apologize if this hasn't been to your convenience Kim
Chloe: Is there anything else I can help you with ?
Kimmmmie: thanks but it's not something you did wrong, I'm just totally surprised by something like this at Betsafe. No thanks that was all I wanted to know
Chloe: I understand Kim
Chloe: I wish you a pleasant evening, and lots of luck !
Kimmmmie: Thanks and same to you, bye
Chloe: Thank you ~
WARNING:Halloween@Betsafe, FS Happy Halloween Slot only 20 (!!!) paylines active
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